Transformative service research: a conceptual framework based on consumer's perspective

Purpose – This study aims to investigate the consumer’s perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers’ perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being. Design/methodology/approach – To reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers. Findings – Service sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer’s mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport. Originality/value – The paper proposes a conceptual framework to describe the consumer perspective of the services’ transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).